Medical Device Support

Company: Robert Half
Location: Melbourne
Posted on: November 21, 2020

Job Description:

Description Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. We have a global accountability to deliver an exceptional customer experience and create business value through compliance, standardization and data analytics. We foster a collaborative, team focused and winning environment where employees are accountable and encouraged to develop themselves. The Technical Product Support Associate documents complaints and inquiries on products distributed in North and South America. The role provides first level troubleshooting to end users, distributors and commercial teams via phone, web-based tools and email, including advising customers on the products intended use and addressing specific user issues, while maintaining compliance to medical device and diagnostics post-market surveillance regulations in all activities. Duties and Responsibilities Receive inbound Customer calls and email communications and address in a professional and friendly manner Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records Communicate complaint investigation conclusions to customers through written reports and phone conversations Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team and the company Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience Develop and maintain areas of expertise in product specialties required for role sharing and expanding knowledge within the Technical Support team Execute applicable Quality System processes Maintain ability to comply with business continuity plan (i.e. Work remotely) Other duties as assigned Key Position Competencies FunctionalTechnical Skills Problem Solving Written Communications Customer Focus Composure Interpersonal Savvy Listening Dealing with Ambiguity Apply today for immediate consideration Requirements Must be able to work 1st Shift or 2nd Shift (Department hours 7am to 8pm) Must demonstrate the application of advanced problem-solving methodologies, is detail-oriented, a critical-thinker, and experienced at investigating and resolving complex issues Must demonstrate an advanced understanding of the principles of good Technical writing Must be computer literate proficient in MS Word, PowerPoint, Excel, and Outlook Must have strong written and verbal communication skills Must be able to take ownership, organize workload and change priorities quickly Must assume responsibility and accountability for daily tasks and highlight any risks to Supervisor Robert Half Technology matches IT professionals with some of the best companies on a temporary, project or full-time basis. From roles in software and applications to IT infrastructure and operations, we provide you unparalleled access to exciting career opportunities. Our personalized approach, innovative matching technology and global network with local market expertise help you find the technology jobs that match your skills and priorities - fast. By working with us, you have access to challenging opportunities, competitive compensation and benefits, and training to enhance your skill sets. From philanthropy to environmental stewardship to employee programs, Robert Half is proud to have an active role in the communities in which we live and work. Our company has appeared on FORTUNE's "Most Admired Companies" list every year since 1998. Download our mobile app to take your job search on the go Contact your local Robert Half Technology office ator visit www.roberthalf.comjobstechnology to apply for this job now or find out more about other job opportunities. All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada. 2020 Robert Half Technology. An Equal Opportunity Employer MFDisabilityVeterans. By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use httpswww.roberthalf.comterms-of-use .

Keywords: Robert Half, Melbourne , Medical Device Support, Other , Melbourne, Florida